Respond to tech support scenarios using employment readiness skills. create your responses to the scenarios in one of two ways—as either a PowerPoint or a Word document. Joe, a project manager, calls your extension because his computer just crashed. He lets you know that his computer will not connect to the internet, that he has lost multiple files, and he needs to get things back up and running in the next hour due to an important meeting he is scheduled to host. He is irritated because he is working on an older laptop and is getting a new one next week. He says that he knew this would happen and wishes that this laptop worked for just one more week.

He is agitated and in a panic. He is afraid that he has lost all his important documents and is blaming the company’s technology. As you ask him questions to find out more about the problem, you make the rookie mistake of asking, “Have you tried restarting your computer?” Joe explodes in a rage and screams that he already told you that he did and that you are not listening to him.

You are now in a situation where you not only need to determine the cause of the problem and fix it, but you also need to calm this individual down so that you can get clearer and more accurate information.

What do you do?

On the first slide, state your name and summarize the first scenario in terms of what you believe the problem to be and how the other person is feeling. Do not just restate what is written above, but interpret it based on your understanding of the situation.
On the second slide, describe in detail what your response will be to help the project manager in the first scenario.
On the third slide, list which employability skills you used to resolve the project manager’s problem. Explain why you believe these employability skills are important to achieving a successful resolution.
On the fourth slide, provide at least two reasons why you believe this particular situation would be difficult to resolve.
Use slides five through eight to repeat the first four steps, but for the second scenario.
On the ninth slide, state your partner’s name and present your partner’s feedback.